Customer Service Representative in Waltham, Massachusetts at Easton Pool & Spa Inc

Easton Select Group is seeking a customer-focused and detail-oriented Customer Service Representative to support customers across our growing pool service, construction, and backyard leisure operations. This role is responsible for handling customer inquiries, resolving service-related issues, supporting scheduling coordination, and providing exceptional customer support throughout the customer experience lifecycle.

The Customer Service Representative serves as a key communication link between customers, operations teams, service technicians, and leadership to ensure timely responses, accurate information, and a positive customer experience. This position plays an important role in maintaining customer satisfaction and supporting long-term customer relationships.

The ideal candidate is organized, professional, and comfortable operating in a fast-paced service environment with strong communication and problem-solving abilities.

• Respond promptly and professionally to customer inquiries via phone, email, and other communication channels
• Assist customers with questions related to pool services, maintenance, repairs, products, scheduling, and billing
• Provide customers with accurate information regarding services, timelines, and next steps
• Maintain a professional and customer-first approach during all customer interactions
• Follow up with customers to ensure satisfaction and resolution of service requests

• Coordinate with Operations, Service Technicians, and field teams to support scheduling and customer communication
• Accurately document customer interactions, service requests, and updates within CRM or scheduling systems
• Assist with service appointment coordination, routing updates, and customer notifications
• Support order processing, service documentation, and administrative workflows as needed
• Maintain organized and accurate customer records and communication logs

• Troubleshoot and resolve basic customer concerns related to services, scheduling, products, or billing
• Escalate complex service or technical issues to the appropriate operational or management teams
• Support customer retention efforts through responsive communication and proactive follow-up
• Identify recurring customer concerns and communicate trends to leadership for operational improvement
• Help ensure a positive and consistent customer experience across all service interactions

• Partner with Customer Service, Operations, Sales, and field leadership teams to support efficient service delivery
• Assist with customer onboarding for new services and maintenance programs
• Support process improvement initiatives related to communication workflows and customer service operations
• Participate in team meetings, training sessions, and operational support initiatives as needed

• High school diploma or equivalent required
• Previous customer service, administrative, or support experience preferred
• Strong verbal and written communication skills
• Strong organizational and multitasking abilities
• Proficiency in Microsoft Office Suite and basic computer systems
• Ability to work effectively in a fast-paced environment
• Professional demeanor with strong customer service and problem-solving skills

• Experience within pool service, home services, construction, retail, HVAC, plumbing, or related industries preferred
• Familiarity with CRM systems, scheduling software, or dispatching platforms
• Basic understanding of pool products, equipment, or maintenance terminology is a plus
• Bilingual abilities preferred
• Experience supporting multi-location operations or service teams is a plus

Easton Select Group is a Massachusetts-based company specializing in pool services and backyard leisure products. Built on a 50-year legacy as a second-generation family business, Easton Select Group is recognized for quality, operational excellence, and innovation.

The company operates a diversified portfolio of brands, providing tailored pool products, services, and expertise for homeowners nationwide. Easton Select Group continues to grow through strategic acquisitions, strengthening its ability to deliver industry-leading service and support across a highly fragmented market.

• 9 paid holidays
• Paid vacation and sick time
• Employer-matched 401(k)
• Employer-paid life insurance
• Optional supplemental life insurance
• Medical, dental, and vision insurance plans

We are proud to be an Equal Opportunity Employer and are committed to fostering a diverse, equitable, and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other protected characteristic.